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DirecTV, Inc. complaints

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2230 East Imperial Highway
El Segundo, CA 90245 | Get Directions

(800) 531-5000

http://www.directv.com

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Total Amount in Dispute:
$568,189.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complainants generally allege problems relating to contract terms billing disputes descrepencies concerning pre-paid programming. Many of the complaints relate that the company's promotional offers fail to include all of the limitations conditions and penalties that may apply. In almost all cases the advertised promotional pricing is dependent on conditions that are not readily apparent from the advertising. Complainants consider the advertising to be deceptive. Some complain the company fails to send statements in a timely fashion resulting in late fees or that unauthorized amounts of money are charged or debited to customer accounts. Others complain of inadequate customer service and the inability to contact the company to change programming or resolve billing issues.~~The company responds to most complaints by relying on the terms of the contract. In some cases they apply necessary credits adjust programming or otherwise resolve the problems. In many cases the company disputes the complainants allegations and refuses adjustments.

Complaint Closing Statistics

159 complaints against DirecTV, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
32	Agreed to make an adjustment
60	Refusing to make an adjustment
55	Refuse to adjust, relying on terms of agreement
9	Unanswered

159 complaints against DirecTV, Inc.

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5/2/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $480.00 Amount Settled: $0.00

Customer Complaint

4/18/2024

The salesman misrepresented a lot of details in the presentation of my installation. He lied about the benefits of a package, then I wasn't allowed to cancel because they stated my credit would be ruined. Also I was charged more to update what was already promised. I called them 20 minutes after the installation.... Resolution Sought I want to cancel without penalties.

Company Response

4/19/2024

Business Consumer Alliance, We are in receipt of your letter in regards to 99021156. Please be assured that we will investigate the concerns thoroughly and that we will take all the appropriate steps in an attempt to achieve an amicable resolution. An AT&T Office of the President Specialist will soon be contacting the customer and will work diligently to address their concerns. For privacy reasons, we will be unable to provide you with details of any resolution. Should you require this information, please contact the customer directly. Thank you for bringing this matter to our attention. Sincerely, Office of the President Customer Care AT&T Services, Inc.

5/2/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $342.00 Amount Settled: $0.00

Customer Complaint

4/17/2024

I called them and they told me due to there systems being down I have to pay thru a third party. No problem I called them so why worry that you where getting scammed. Then they take your payment and turn your service back on. 10 days later your service is back off your getting called a lair and told you paid with a checking account. While you paid over the phone with a card. They keep telling you that your wrong you used a checking account number and routing number. Crazy part you called them from the office on break. So you review the whole incident. You listen to both sides of the call because it was on speaker phone. It happened just the way you remembered. You know have to file a fraud complaint with the bank and they have to issue you a new card you don't have tv service and you get told you have to pay another fee a reconnect fee. Resolution Sought No idea probably nothing that can be done. But I want to find a way to save someone else the headache.

Company Response

4/19/2024

Business Consumer Alliance, We are in receipt of your letter in regards to 99021058. Please be assured that we will investigate the concerns thoroughly and that we will take all the appropriate steps in an attempt to achieve an amicable resolution. An AT&T Office of the President Specialist will soon be contacting the customer and will work diligently to address their concerns. For privacy reasons, we will be unable to provide you with details of any resolution. Should you require this information, please contact the customer directly. Thank you for bringing this matter to our attention. Sincerely, Office of the President Customer Care AT&T Services, Inc.

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